AccountId: 011433970860
ContactId: 708f3481-1825-4766-a87d-749b3a9bffe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1694989 ms
Total Talk Time (AGENT): 727341 ms
Total Talk Time (CUSTOMER): 962204 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/708f3481-1825-4766-a87d-749b3a9bffe6_20250314T16:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and um my wife and I have a cancer policy with you all through uh my work, which is the Prosper Independent School District.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had some questions about the cancer policy.
[AGENT][NEUTRAL] OK, I can verify.
[CUSTOMER][NEUTRAL] You want the group number?
[AGENT][NEUTRAL] Uh, do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I have the group number I think is the policy number 24842.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Uh, no, that's just a a group number. Give me one moment. And what's your last name again? I apologize.
[CUSTOMER][NEUTRAL] If that's not right and it appears not to be right, can I go ahead and get the, uh, policy number from you? My last name is [PII].
[AGENT][NEUTRAL] [PII], you tell me that. Let's see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] [PII] spelled [PII]
[AGENT][POSITIVE] Oh, thank you. I was that's a different way.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Somebody goofed a long time ago I think.
[CUSTOMER][POSITIVE] My, my great, great, great grandparents maybe.
[AGENT][NEUTRAL] Yeah, my family is like that. They spelled like my last, well, my maiden name with one T in the family, but the other side of the family spell it with two T's and it's like, um, where did it lose that connection.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, [PII], which makes me pretty old. Uh, my mailing address is [PII], and I'm not sure which email do you want my school email?
[AGENT][NEUTRAL] Well, I would say we have a Gmail email.
[CUSTOMER][NEUTRAL] OK, well, there's as old as it may, try [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I, I like to use 2330, not so much [PII] anymore.
[AGENT][NEUTRAL] OK, well, I see the one with [PII]. Is that OK or would you rather change it?
[CUSTOMER][NEGATIVE] Yeah, that's, that's the one I mainly use because Google shut me down. I exceeded 15 gigabytes when I was out of the country, and I couldn't communicate back to my prayer partners and stuff, and they'd be mad. So I, uh, I set up another account and I'm not definitely, I only use it for people. I don't want to get spammed and stuff with the on this one. I only tell people that I think are reliable that, that I know that uh I can not have to worry about extra crap happening, so excuse me.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Oh no, I understand. We don't send spam. um, what they would do is like if you were to set up on our online service in our account, it does ask for the email and it usually goes by the email address we have on in the system to where you can view your policies and all that good stuff. Um, do you have a callback number in case our call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's uh the only number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and we won't call you, but if you were to set on the online service center, it does have it to where you can receive a text message on when the claim has been received and when it's been processed.
[CUSTOMER][NEUTRAL] OK. Well, I'm not, I've never had to use this. I've had the cancer policy with the schools since [PII]. They keep changing. I think they added, um, this came in around 24, I think the last time, um, my wife just came down with cancer, excuse me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Oh, I'm so sorry. Um, I apologize. Uh, I was just gonna say, yeah, so your policy became effective [PII].
[CUSTOMER][NEUTRAL] Yeah, they just changed it.
[AGENT][NEUTRAL] And you said your wife was diagnosed with cancer?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, she has a colorectal cancer, what appears to be from a CT scan and from an MRI and from meeting with the surgeon and the oncologist and stuff.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] You know, it's not, it's not looking terribly bad, but it's not looking good and uh humble.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I'm not sure. I've never had to use this policy before, obviously, and, and the the benefits department of my school gave me uh like uh a little cheat sheet that says like limited benefit group specified disease cancer and then the insurance and has like summary of benefits plan 1, level 2, level 4, level 2 again. I'm not sure how any of this applies and how I can maybe use this supplemental policy. Can you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like, we had this, we had imaging with CT scans and we have one CT scan and uh last Wednesday, we had an MRI and my, my major, my uh United Healthcare Advantage program, I have a copay of 250 on each one of those. Is, is there any anything in this plan where I can recoup any of the, the things I put down and then my wife will have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To have surgery and uh and I'm sure there'll be some anesthesia administered at some point. I just don't know how all this plays out if you could maybe kind of help me figure it out. And also there's something that says this lump sum benefit maximum 1 per covered person per lifetime and and I read in there somewhere when you turn over [PII], it goes at half like it says 5000 so I guess since my wife is [PII], it goes down to 2500.
[AGENT][POSITIVE] Oh yeah, absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'm not.
[CUSTOMER][NEUTRAL] I don't know what that means though, the lump sum benefit.
[AGENT][NEUTRAL] OK. Well, with the lump sum, like if they're diagnosed with um internal cancer, there's a lump sum amount that is payable. Um, let me look in the policy as far as um age restriction or
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I read that one of those pieces of paper that.
[AGENT][NEUTRAL] Internal cancer lump sum benefit amount will reduce by 50% at the age of [PII].
[CUSTOMER][NEUTRAL] Yeah, I, I read that somewhere too.
[AGENT][NEUTRAL] OK, and the first thing we would need is the pathology report, first diagnosing her cancer, um.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Well, they didn't do a biopsy, they just did an MRI and a CAT scan, correct?
[CUSTOMER][NEUTRAL] Well, it was discovered when a quote unquote routine colonoscopy. That's when we discovered it. And that was on like uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I think that was a Wednesday. And that's when we started the process of having a CT scan. Uh, and then this last Wednesday was an MRI. We've met with an oncologist and we met with a colon rectal surgeon yesterday. And I don't know where the pathology report comes. That comes from the guy who does the colonoscopy.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] I'm assuming it will go from the first, uh, that colonoscopy. Did, I'm assuming they did a biopsy and that's how they found that it was uh cancerous.
[CUSTOMER][NEUTRAL] Well, he, he came back and he said with his experience and he showed us all kinds of pictures which you, you know, to an untrained medical I, I, you know, I have to trust him. So he said, this is definitely, I said, my opinion, it's a cancer and he said, you'll need to, um, we'll need to have it verified and then it was verified with the CT scan and then with the oncologist, and then with the rectal, she had a physical examination yesterday and it's there, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] I don't know where the pathology report comes from.
[AGENT][NEUTRAL] Um, well, you can
[CUSTOMER][NEUTRAL] I'll have to ask that question on Wednesday.
[AGENT][NEUTRAL] Yeah, and I was, I was, so usually, you know, when you have a colonoscopy, if they find anything that's suspicious, they would do a biopsy to test it to verify if it's cancerous. And, I would just assume, but you can probably contact the doctor that performed the colonoscopy, um, verify with them if they did a biopsy and
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] If they have that pathology report, but more likely you have, uh, she'll probably have with her oncologist because they'll have all that information, um, so they can know what how to treat her, um.
[CUSTOMER][NEUTRAL] Right, yeah, we're meeting again with him for the 2nd time this Wednesday, so I'll, I will ask him for a pathology report.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yes sir, that pathology report and the claim form, which is available on our website, um,
[AGENT][NEUTRAL] And if you like we can email it or fax it to you.
[CUSTOMER][NEUTRAL] I have you printed some stuff out, but um, did you do you do uh claim one claim for each particular thing or do you do a a claim for general things?
[AGENT][NEUTRAL] Uh, you just fill out one claim. Usually, if, um, especially that last page which is authorization form, um, that would, if they need to request medical records, that's given us permission, they usually try to keep that at least once a year, so we can be updated on that because most hospitals won't accept it if it's past a certain time from when she signed it, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It should be fine.
[CUSTOMER][NEUTRAL] I have two forms. I have uh.
[CUSTOMER][NEUTRAL] Uh, it starts at the top. It says employer statement for disability or waiver of premium claims only. And then in the middle part it says attending physician statement for routine first. It looks like a date symptoms started, patient was continually disabled, and all this stuff on their physician's name, address, his signature. Is this the form you're talking about maybe?
[AGENT][NEUTRAL] Uh, no, it should be specifically for cancer policy. Uh, let me look at the different ones to make sure.
[CUSTOMER][NEUTRAL] She may have given me the person in my benefits department probably gave me something different. I do have an authorization to use or disclose protected health information.
[CUSTOMER][NEUTRAL] Where, um, it's like my wife signs that.
[AGENT][NEUTRAL] Yeah, it would be a different form because on the claim form, it should, the title will be Can claim form and then it lists instructions. OK, uh, do you want me to email that to you?
[CUSTOMER][NEGATIVE] No, I don't, don't have anything.
[CUSTOMER][POSITIVE] Yeah, you can do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does it look like uh the supplemental insurance will be good for me?
[AGENT][NEUTRAL] It will, it's just an additional benefit, um, like on the policy there is benefits for like chemo, radiation, immunotherapy, um.
[CUSTOMER][NEUTRAL] I saw that. It says 20 maximum for 12 month period $20,000. So does that mean that no matter how many, if she has like 10 different chemotherapies and, and, and then another 5 radiations if it exceeds $20,000 that's all the plan will pay will be $20,000.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, for that 12-month period, yes sir, and 12 month period meaning from the first time that she's receiving any chemo, radiation, or immunotherapy, let's say, for instance, if she was to start on [PII], so it 12 month period would be from [PII] until [PII], that would be that 12 month period. And during that period, if she's maxed out that $20,000 benefit, then it will start the next.
[AGENT][NEUTRAL] Um, period, which would be [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I may lose, I may lose this policy, uh.
[CUSTOMER][NEUTRAL] Uh, [PII] because I planned on retiring this year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what happens then?
[AGENT][NEUTRAL] Well, let me look at your policy of how would it, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So prosper I see. Well, it could be ported. Uh, let me double check on the plan if it could be ported, like if you are no longer with the group and you want to keep the policy.
[AGENT][NEUTRAL] What normally happens.
[CUSTOMER][NEGATIVE] Yeah that might be over. I can't afford it though.
[AGENT][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It may be so much that I can't afford it.
[AGENT][NEUTRAL] I hope not, but they do have a portability rider, so if you are no longer with the group, you can keep the policy as an individual and what they would do is send out um electronic form and also a list of what the premiums could be. And if, uh, which one would you prefer if it's a monthly or yearly or quarterly as far as premium and how much it would be.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She does have benefits for imaging. And then there's a surgery benefit. So you have surgery, anesthesia, um,
[CUSTOMER][NEUTRAL] Well, if it's worth it, you know.
[CUSTOMER][NEUTRAL] Where's you said imaging. I didn't see that on the on the thing here, but I do have some allocation towards imaging like MRIs and CT scans.
[AGENT][NEUTRAL] Yes, sir. There's a medical imaging benefit and uh what it does, not a guarantee of payment. This is just a verification of your coverage. Like for MRI, CT, CAT scan, PET scans, it pays a maximum of 1 test per covered person per calendar year. You have a benefit of $500.
[CUSTOMER][NEUTRAL] For only one test.
[AGENT][NEUTRAL] Uh, one test per per calendar year. Yes, sir.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So, um, is an MRI and a CT scan considered? Um,
[CUSTOMER][NEUTRAL] One test or two tests she's, you know, I just.
[AGENT][NEUTRAL] Oh, those are two different tests. Yes, sir.
[CUSTOMER][NEUTRAL] OK, so it's $500 up to $500 for the MRI and up to $500 for the CT for what per each occur.
[AGENT][NEUTRAL] No, just one test, one test per uh per calendar year. So it just pays up to $500 for either MRI or the CT.
[CUSTOMER][NEUTRAL] Oh, OK, so she's had 2 and we, we're at 500, but I only get 250 back if this covered it like you say, if it covers it like.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir. We can't give a guarantee until a claim has been received. We can just verify uh coverage, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I understand that's why I said if.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I, I you don't wanna was it identify yourself. You don't wanna say something that I can hold you again. I understand that. I just wanna see um so I'm glad there is something because I wasn't reading anything at all in there about imaging. So that's in a 12 month period, uh, one occurrence in a 12 months for imaging, correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir. And it's in your policy. Do you want me to email you a copy of your policy as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, because all I have is a page 1 of 3 and it says uh GC 14 on the top that's all I got.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, you would need something more detailed on your policy because it does list in the policy, it lists um
[AGENT][NEUTRAL] The benefits that are covered even gives definitions and be more specific on why or
[AGENT][NEUTRAL] How is it covered, I guess you're saying.
[CUSTOMER][NEUTRAL] Is it, is it quite a few pages that's gonna take all weekend to read?
[AGENT][NEUTRAL] Well, it's 44 pages.
[CUSTOMER][NEUTRAL] How many?
[AGENT][NEUTRAL] 44.
[CUSTOMER][POSITIVE] 44, wow. OK, I help you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'll dig through it and then I can always ask questions, I guess.
[AGENT][POSITIVE] Absolutely and um I will say the one of the best pages to look at is the schedule of benefits. Um, what it's gonna do is each benefit that is covered, it would
[AGENT][NEUTRAL] Kind of give the frequency as well as the amount and then under the benefits under the plan, um, it will be section, give me a moment. Section 5, it gets more detail of each covered benefit.
[CUSTOMER][NEUTRAL] OK, alright, I'll look for that schedule benefits section 5.
[CUSTOMER][NEUTRAL] And then uh when you send it to me it'll it'll tell me what my policy number and stuff is too because all I had was the group number.
[AGENT][NEUTRAL] And that's
[AGENT][NEUTRAL] Oh, I can give you your policy number.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] OK, it is 253.
[AGENT][NEUTRAL] 2534.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 253-253-4 correct?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] But I will email this to you, the claim form and your policy in a few moments, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so what should I do when I get the claim form, should I go ahead and submit anything for the, uh, like the pathology report and uh when I get that and then that's all you need for right now on the claim form, or what should I put anything about this? I have receipts for the CT scans and the MRI. Should I send those too?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I would, yes, sir. Any um billing information, was she inpatient at, uh, oh, you can also submit the um
[AGENT][NEUTRAL] For the colonoscopy as well, because there is a wellness screening benefit under the plan.
[CUSTOMER][NEUTRAL] OK. I think the colonoscopy was covered somewhat under my uh advantage plan, but
[CUSTOMER][NEUTRAL] I'm not, I'm not sure if it was.
[AGENT][NEUTRAL] Well, as an
[AGENT][POSITIVE] It's an extra benefit whether uh other uh
[CUSTOMER][NEUTRAL] OK, or whether they pay it or not, in other words.
[AGENT][POSITIVE] Right. Yes, sir, because that benefit, give me a moment, it pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna write this down. I need to send the MRI receipt.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Colonoscopy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And pathology. I'm in the CT scan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, uh, I know at some point some surgery will be done so we can wait and do that at a later time, right?
[CUSTOMER][NEUTRAL] After it's done.
[AGENT][NEUTRAL] Uh, yes, sir. And you can also file any previous screenings like for yourself, like if you had a PSA or a chest x-ray, those are covered cancer screenings, um, because there's a benefit that pays $50 per person per calendar year. So, um,
[CUSTOMER][NEUTRAL] I had a uh I had a phys annual physical that did my PSA.
[CUSTOMER][NEUTRAL] And uh it's high. They told me to contact my urologist, but with uh but I know that was covered under my insurance, but the fact that I had a PSA thing on there with that, would that work? In other words, I could get sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, sir.
[AGENT][NEUTRAL] You can get reimbursed.
[CUSTOMER][NEUTRAL] So, what would I do? Would I go ahead and send the whole, um, like I got like 5 or 6 pages of all the tests they did for the blood work and that.
[CUSTOMER][NEUTRAL] And and uh just send the part that shows the the PSA on it.
[AGENT][NEUTRAL] You can, yes, sir. If it shows on there your name and you had a PSA, definitely submit that in because that's uh 50 $50 that goes to you.
[CUSTOMER][NEUTRAL] OK. What was the other thing you said PSA and or a chest X-ray.
[AGENT][NEUTRAL] PSA chest X-ray is one test per person per calendar year, but, um, any of those cancer screenings like a chest X-ray to check for lung cancer, PSA for prostate, if your, if your wife had a mammogram or a Pap smear, she can even send one of those in for reimbursement.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm writing it down here. I don't know if she's had that or not.
[AGENT][NEUTRAL] But, but there it is.
[AGENT][NEUTRAL] But there's a separate claim form for wellness, and they'll go through any policies you have with us and um place that wellness claim to where you can get your benefits.
[AGENT][NEUTRAL] I'll include that too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I'll wait, I'll go over it.
[CUSTOMER][NEUTRAL] We had planned on leaving to uh
[CUSTOMER][NEUTRAL] I have spring break with the school and we were gonna go to uh take a little vacation to [PII], but this kind of threw a wrench and everything so I'll have extra time to this coming week to peruse and submit all these things and get all the information, call back so.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, well, I'll be praying for her cause I know uh being diagnosed is
[AGENT][NEUTRAL] It can be very um
[AGENT][NEGATIVE] Scary.
[CUSTOMER][POSITIVE] I have strong faith about, yeah, and I appreciate that. I know God has this and uh I know, I know people who have
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you had prayer, and God is saying like I just was talking to a guy, uh, that went on a mission trip with him. He said his mom had a tumor size of a golf ball and one, and they prayed about it, prayed about prior surgery by the time that they went in there, they couldn't find it.
[AGENT][POSITIVE] Yeah, prayer works, have faith.
[CUSTOMER][NEUTRAL] You know, and just, and we're getting, and we're getting some, we're getting some news like that. Uh, she, when the MRI that she had, the radiologist said uh certain things about the tumor, and then when she had the physical exam yesterday.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The uh surgeon, the surgeon who will do the cutting away the tumor, said, I'm not finding what the uh radiologist said. It, it's actually a more, it's there, but it's in a more favorable position than what the radiologist was saying. So I'm thinking maybe got in in uh in the time from the time the MRI was done in that 11 evening to the, to the next day when we had the surgeon look at it. So.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] And I believe it can be completely gone away, and I, I've been, you know, I I'm part of a prayer group and uh uh men's prayer group, and I, and I believe what it says the fervent sexual prayers of a righteous person is available much and our righteousness is only impuded us for what Christ did on the cross, but and [PII] said greater things than than these will you did and what did he do when he was alive. Now, he, he cast out the he healed the sick and uh.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So, I mean, he's still the same today as he was yesterday, and he will be forever. That's where my faith is. I, I trust the [PII], and I, and I believe that God has this, and I believe that maybe all this will be my wife. My wife is kind of reticent. I'm talking to you boldly and I don't.
[AGENT][NEUTRAL] That's a man. Yes sir.
[CUSTOMER][POSITIVE] I tell you, but she's sore, but I'm praying that this gives her a testimony that she can be a witness to other people, help her to be more bold and speak out and give God all the honor and the praise and the glory for it. But that's just, that's just from where I'm at right now.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Oh, absolutely. And like I say, I would definitely pray for her because I know like um
[AGENT][POSITIVE] Prayers work. The Father always listens, and we just have to have faith.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And [PII], it says in God's word, he sits at the right hand of the Father. What's he doing? He says he's making intercession for us.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Oh, and [PII] prayed, and he says, pray without ceasing, you know, that's important prayer is important. I think sometimes I let the physical aspect of my life in the way of what the spiritual could be. You know, I think that, uh, if, if I could see some of the spirits of things, I think I'd have a different perspective on things, but we have to walk by faith and not by sight, but I'm sorry to take all your time on this, but I appreciate you.
[AGENT][NEUTRAL] It is.
[AGENT][POSITIVE] Oh no, I love hearing it. I really do and um.
[CUSTOMER][NEGATIVE] I didn't even get your name or if you did, I didn't even write it down.
[AGENT][NEUTRAL] Oh, I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Do I always get somebody different all the time if I were to call back a large call center?
[AGENT][NEUTRAL] Uh, not super large, but you probably get a different person, but everyone is the same. Yes, sir. Pretty much the same, I should say. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Her name is [PII]. If the Holy Spirit burdens you to pray for somebody. Her name is [PII]. So, we have an appointment on Wednesday with the oncologist, and we're hoping he will agree with the surgeon.
[AGENT][NEUTRAL] All right, Miss [PII].
[CUSTOMER][NEGATIVE] Because this didn't look good. It looked like she's gonna, uh, where the tumor was, it was going to affect her so much so that she would have to have a, a colostomy, you know, where you wear a bag on the side, uh for the rest of her life. And this development that the surgeon indicated to yesterday, it could be possible they could cut this out.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then do the radiation and the chemo, killing anything that was left, and she would not have to wear the bike. So that's what I'm praying that that, that's the least I'm praying, but I'm also praying that the Lord could totally remove it and take it away.
[AGENT][POSITIVE] Absolutely. And if you don't mind, uh, my mother-in-law, she does, uh, she has a prayer group with her friends. They call themselves divas, but they are her prayer group, and I always ask her to pray for others, if you don't mind.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Amen. The fervent effectual prayers available much. I believe that God, God's not a man like me, and he's gonna lie, and I believe the Bible is God's word, and he says specifically in their head in black and white, that, you know, the fervent effectual prayer is a righteous person ails much. And it says, confess your sins, your faults to one another, that you may be healed. I believe all that. I, there's no doubt in my mind. But I thank you for putting [PII] in that prayer, in that prayer group. Thank you.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely. I wrote down her names to make sure I remember Ms. [PII].
[CUSTOMER][POSITIVE] OK, cool, [PII], thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Well, I gotta go back to school here in a little bit. Uh, I'm trying to get something neat. We pretty much, you're gonna send me all the information and then I can always call back after I read it this weekend and early next week and uh ask more specific questions, and I know enough now from what talking with you to find, try to get that pathology report. I'll get a copy of the colonoscopy. I, I guess just the order to have it or.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like we have a whole bunch of pictures and stuff too. I'll look through there and see what what that what uh.
[CUSTOMER][NEUTRAL] I sit on that then.
[AGENT][NEUTRAL] Uh, yes, sir, and um,
[AGENT][NEUTRAL] And in the email along with the claim form, the policy, and the uh wellness claim form, I'm gonna send you or in the email it's gonna show what information we would need when you are submitting the claim.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] That way you have that information. Uh, it also says on the claim form, but I just want to make sure.
[AGENT][NEUTRAL] You won't be lost, so you know exactly what we need for any type of treatment you receive, whether for surgery or chemo, radiation, um, what information we would need in order to process the claim smoothly.
[CUSTOMER][NEUTRAL] OK, and then if you could also look in there when you had time to let me know how much it would cost to, I was thinking the word COR to to make this policy a private policy. If you could kind of let me know after uh the school resumes my policy goes from [PII]. So from then on I'd have to start paying on my own if you kind of give me an idea or look that up, so I would kind of know where I stand on that, that'd be helpful too.
[AGENT][NEUTRAL] Um, I will ask a representative in uh customer service if they can look at that for me, and then, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In your policy.
[CUSTOMER][POSITIVE] The doctor told us if this, if God doesn't do a miracle, this is gonna be a year thing. So I'll be going into next year with it.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] So I have to do something after September if this policy, you know, works out real well for me which I starting to have the impression it is gonna help pretty good.
[AGENT][POSITIVE] I believe so, um, especially since it works with other, even with you having other insurance. This is more supplemental to where a little extra help with it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I will ask customer service, um, but I'm thinking from what I understand, it's until like if we receive information from the group that you are no longer they automatically send that out, but I think you should be fine, um, but I'll definitely check for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Fine in terms of what it'll carry on over because it already started.
[AGENT][NEUTRAL] Uh, carry on over.
[AGENT][NEUTRAL] Carry on.
[CUSTOMER][NEUTRAL] But I would have to pay to keep it in force though, wouldn't I?
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][POSITIVE] Yeah, OK, sounds good, [PII], thank you for trying to help me with this.
[AGENT][POSITIVE] Oh, absolutely. You are welcome.
[CUSTOMER][NEUTRAL] I got us get out I'm get back to school, get something to eat.
[AGENT][NEUTRAL] All right. Well, fuel your body.
[CUSTOMER][NEUTRAL] Not my idea of the vacation that we're gonna have.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Things happen for a reason, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[CUSTOMER][POSITIVE] Yeah, life is hard, but God is good. All things work together for good.
[AGENT][NEUTRAL] We don't know
[AGENT][POSITIVE] God is good all the time.
[CUSTOMER][POSITIVE] They all work together for good even when we don't see it. I know, I believe that too.
[AGENT][NEUTRAL] After, uh
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right, Mr. [PII]. Well, you have a great rest of your day, and I thank you so much for calling APL.
[CUSTOMER][POSITIVE] All right, [PII], God bless you and uh thank you for all your help.
[AGENT][POSITIVE] God bless you too. You are welcome. Have a great day.
[CUSTOMER][NEUTRAL] All right, OK, you too bye bye.
[AGENT][NEUTRAL] Bye.